AccountId: 011433970860
ContactId: 3dc97d7b-204f-4bde-8de2-e2d590ee667f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129919 ms
Total Talk Time (AGENT): 35480 ms
Total Talk Time (CUSTOMER): 57093 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/3dc97d7b-204f-4bde-8de2-e2d590ee667f_20250409T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I'm calling from, uh, urgent care here in [PII], and we have a patient coming in with this insurance card, and I was just calling to get some eligibility and benefits for them because we don't have it in our system.
[AGENT][NEUTRAL] OK. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah my name's [PII], just like the month and call back number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the uh policy number of the patient?
[CUSTOMER][NEUTRAL] The policy number is 026.
[CUSTOMER][NEUTRAL] 10559.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Name is first name's [PII], last name I'm gonna spell it, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is going to be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it's not a guarantee of payment, basic outline of the policy. I show the plan is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And you said this was for urgent care, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, for urgent care facility, uh, the payout would be $50 per day, maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] Got you. So, so you guys pay $50 per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, great. All right. Thank you very much. That should be all I need. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm you too now bye bye.